Liaise with key contacts and IT resources on application and system issues. Communicate effectively with clients and other team members while gathering information to facilitate problem resolution.
Assist Infrastructure team in support as “remote hands” when office infrastructure upgrades or maintenance is required. Assist in Data Center server backup activities, file and data management and IT disaster recovery operations.
Resolve ship tier 1 and 2 support problems: based on their complexity and/or urgency
Monitor and resolve opened tickets in a timely fashion, meeting or exceeding defined service levels while providing quality solutions. Document all actions and solutions within Help Desk tickets and update the technical details within operational procedures as appropriate. Ensure customer satisfaction, including taking ownership of opened tickets and ensuring incidents are fully resolved.
Escalate problem ticket to Tier-3 level support –Infrastructure and Business Applications.
Create and maintain support documentation and document operational processes as related to the operations of IT Service Delivery team. Work closely with other IT staff to identify chronic problems and help document the action plan to resolve and hand over for support (e.g., user training, FAQ’s, hardware fixes, software upgrades, etc.) Train peers on the resolution of common application issues.
Participate in pre-deployment / deployment of projects and provide support, documentation, and all readiness documents in preparation for transition to production and hand off to internal support groups.
Deliver exceptional customer service skills which include the passion to go above and beyond exceeding client expectations.
Produce reports as required to facilitate the work deliverables, set, and measure customer service targets.
Visit ships to resolve IT issues and audit active configurations for compliance with Enterprise standard.
Provides troubleshooting of IT services onshore and vessel prior to escalation including but not limited to software under our support guide, satellite connectivity, servers, storage, networking, operating systems, and core network services DNS, DHCP, etc.
Participate in IT Service Delivery team meetings and identify outstanding issues and areas for improvement.
Undertake any other related duties as assigned.
Requirements:
Working in an IT environment 3-5 years in a customer service-oriented role. Background in a Help Desk environment tiers 1 & 2.
Understanding of Incident and Change Management and ability to follow Seaspan’s process, procedure standards and methodologies.
Basic understanding of Infrastructure, Business Applications, and Help Desk technology.
Working knowledge of Active Directory and related user management tasks
Well-developed practical operating knowledge of common desktop / laptop hardware and application software specifically, Windows, MS Office Suite, iOS and Android configuration, workstation imaging processes and print services and printers; system application, systems management, data communication including basic networking in LAN/ WAN environment and remote access solutions.
Working in an environment requiring constant and clear communications both verbal and written
Working in a team environment and experience working cohesively with related IT teams
Basic understanding of the project management life cycle
Gathering information, analyzing, and providing trending analysis
Proven writing skills with the ability to organize and present information in various forms such as textual, graphical, and statistical.
Additional Desired Qualifications:
Experience with scripting such as PowerShell an asset
Certifications or equivalent such as Microsoft MCP, Office 365 Fundamentals, Azure Fundamentals, Cisco CCNA, CompTIA A+
Job Demands and/or Physical Requirements:
Must have a passport with at least 6 months validity.
No known restriction preventing entry into foreign countries.
Ability to lift 10kg
Sufficient mobility to complete cabling and setup tasks
Required to travel to attend vessels as required
This is a 24/7 environment and availability via mobile outside of office hours is occasionally required.
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